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38 Remote Customer Support / Customer Success Jobs in April 2020
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vidIQ (All)
Imagine a product that reached over a million users without a sales team. That same product is at the edge of where careers are headed, where every person becomes their own brand with limitless growth potential ahead. That's the opportunity at vidIQ – an infinite market, a large and highly engaged customer base, and the chance to help build vidIQ's sales and growth engine from the ground up.
IntroWhy this Role?1. Join a truly global, remote team: Work from anywhere! Have co-workers all around the world. Get the opportunity to travel for events and company meetups.
2. Sell a product people love that solves real problems: Creators around the world use vidIQ to manage huge 8 figure subscriber YouTube channels – but your friends and family just starting out on YouTube use it to gather ideas, find opportunities, and dig into what's working for these mega channels.
3. Meaningfully shape our future product: As you engage with customers, you'll gain insights to help us serve them better — and work with products to inform what we do next.
4. Join a fantastic team at a magical time: We've hit profitability and over a million users with a small team, which gives us a huge green field to work with. You'll join at the perfect time to shape how we grow from here.
5. Elevate your skills as we tackle our most impactful challenges: We continually re-invest back into our company and our team members we practice continuous never ending improvement— and there's so much more to do and learn.
Company MissionWe want to empower Creators. We help creators on their journey to being better video creators through tools and training.
Just about every single human on this planet loves to listen to stories, to experience them, and some to tell them. Because of the opportunity the internet gives us where people are able to build businesses while in the comfort of their own home, a lot of people are seeking this opportunity and many of them, with amazing stories, are giving up too fast. There's too much bad information out there on how creators become successful, how they build their audiences. vidIQ challenges this status quo by giving creators the tools and knowledge needed to grow their audiences faster by enabling them to uncover their own opportunities by just using vidIQ.
We believe that by equipping people with the best tools and education to solve their own problems, we can tackle the whole world's problems.
The ProductThe best way to understand vidIQ is to play with the product: www.vidiq.com/extension
We've heard vidIQ described many ways. It can be the tool that you use to manage your YouTube channel, making deep analytical insights accessible that saves dozens of hours a week. When someone attends any of our live streams or academy, it's the education every creator needs to be successful. We're also known as the best video keyword research tool available to many folks. At vidIQ's core, it's a tool that gives creators what they need to navigate toward the success they want to have because of the tools and education made readily available.
So, what will you do at vidIQ in this Customer Success Associate role?- Maintain and expand vidIQ’s existing customer base by owning specific customer accounts
- Learn our product inside and out and help your customers drive business outcomes
- Onboard new customers
- Perform channel audits
- Proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to coach them and create an action plan to help them achieve success
- Collaborate with our Sales team to manage renewals and expansions
- Surface opportunities to expand existing accounts when it’s right for the customer
This might be for you if...- You are a Creator yourself, and recently grew a Youtube channel
- You have tremendous empathy
- You are bilingual (fluent writing and speaking in at least 1 other language besides English)
- You have a track record of high achievement in your current Account Management or Customer Success roles
- You have a growth mindset and view setbacks as learning opportunities, not failures
- You can put yourself in others’ shoes and see situations from perspectives other than your own
- You’re motivated by seeing others succeed and grow when you partner with them
- You’re highly adaptable, easily acclimating to a rapidly changing business and industry
- Strong intrinsic motivation to be a top performer and contribute to a team
- You love getting to know new people and helping them solve their business problems
FAQWhat benefits can I expect?-This is a 100% remote position, work from anywhere you like.-A flexible work schedule where you decide which hours to work. We expect an average commitment of 40 hours per week.-We offer a generous vacation policy of taking time when you need it.-Most team members take 4–5 weeks of time off per year.-Team retreats every year! Past trips have been to Spain, Portugal, and other amazing places.-Work with amazing people around the world.-Huge impact in the Creator Ecosystem.-Matched or exceed market salary in the country you live in.-Support your professional development and will pay for relevant courses and conferencesApplyIf you’re excited about this, we’d love to talk to you. Use the “Apply for this job” button below to get in touch with us.
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OpenClassrooms (ET timezones)
There’s a revolution currently taking place in the education and training field and you want to be a part of it. You feel strongly about access to education and you may have even taken a few MOOCs or online classes yourself. Come help us make education accessible to all. OpenClassrooms is a startup founded by Mathieu Nebra and Pierre Dubuc. We’ve been going through a hyper-growth phase since our last round of series B funding in the amount of $60M during the first half of 2018. Over 3M people per month train themselves on our platform. By 2025, we aim to place 1M students per year in the workforce.
At OpenClassrooms, the Student & Employer Success (SES) Team is here to guarantee ROI for our customers: students and employers alike. The SES Team ensures our students and employers get the best possible experience with us.
We’re expanding our proactive Employer Success Team to help us proactively manage our client relationships with our growing number of enterprise and B2B clients. We take Employer Success seriously at OpenClassrooms. Our Employer Success team is dedicated to going above and beyond for our B2B clients day in and day out. We are looking for an individual with exceptional customer service skills to deliver world-class service to all of our International clients and ensure they achieve their educational goals on our platform. You are a customer success guru, you love interacting with people and solving tricky problems. You’re independent and autonomous: you can make things happen without someone saying so. 'Continuous Improvement' is second nature to you as you obsess over details and persist to make things just 'perfect' for our students. If that’s you, then you might just be ready to join an agile and fast-moving structure, with the goal to make education accessible to all.
REPORTING LINE
Reports to the Director, Employer Success
RESPONSIBILITIES
In this role, you will:
By 2025, we expect to place 1M students per year into the workforce. Customer Success is essential to our growth, it’s who we are. OpenClassrooms is a small, fast-growing, and globally distributed company, so you’ll likely get to work on many projects across the organization. That said, here are some things you’ll probably do:
Manage from end-to-end our client relationships, including employer onboarding, regular status updates on the program progress and any escalation process with customers.
- Manage the relationship with all client contacts at the Employer level, including the HR sponsors and stakeholders, and serve as a strategic advisor to our B2B clients to ensure the success of our program service delivery
- Build scalable processes and dedicated tools to provide a premium Employer Journey for all our International clients
- Build and maintain Internal Dashboards to provide KPI of our B2B Programs to OC organization.
- Make sure OC complies with all contractual requirements related to our programs (onboarding/notifications), and keep OC processes aligned with the ISO certification guidelines
- Work with OC Business Development Team to make sure our partnerships align with business and market needs
- Build and manage engagement programs that delight customers, secure customer satisfaction and loyalty, driving high renewal rates and low churn while influencing up-sell
- Contribute to creating a unique, modern, and relevant tone of voice to interact with OpenClassrooms’ customers
- Route specific queries to other departments when appropriate. You should be comfortable discussing product capabilities and being the employer’ voice internally
- Organize, analyze, and escalate employer feedback to help our Product Team improve our educational platform
- Experiment through iterations with a continuous improvement mindset in order to improve our internal processes and create efficiencies
- When it comes to process creation, we go by what we call 'the golden cycle': Discover (do it yourself manually), standardize (make sure the process is manually replicable), actually processize (document in writing on our internal Wiki, Notion. so), and automate (with SaaS tools and technical developments)
- Excellent oral and written communication skills
- A love and natural affinity for service and customer satisfaction. You’re naturally empathetic and able to communicate in ways that empower, not belittle.
- Creative problem-solving skills.
- Ability to work autonomously: you can work several hours with minimal supervision.
- Comfortable taking initiatives and making decisions on your own.
- Flexible and adaptable to work in an extremely fast-changing environment. Your job duties will change and evolve constantly.
- Strong time management and prioritization skills. You can multitask like no one else.
- Desire to work in a performance-focused, KPI-oriented team and in a transparent environment.
- A strong wish to give and receive feedback frequently in a nonaggressive fashion and regardless of seniority or rank.
- Advanced MS Excel skills (you OWN Pivot Tables, maybe even Excel Macros).
- Data analysis skills to review, understand and act on internal reports.
- High level of comfort with SaaS tools and platforms. You can ease your way through virtually any online tool within minutes.
- A true passion for education coupled with acute business acumen. You can align with both mission and revenue goals.
- Common sense!
- We work when our customers need us so you need to be able to work on a set schedule.
- Bonus Points if you geek out on: Automation (Excel, Zapier, etc.), CRM tools,
DESIRED EDUCATION & EXPERIENCE
- Bachelor’s or Master’s level of education
- 5 to 10 years of overall professional experience
- 3+ years of experience in a customer success role with KPI’s
- 2+ years of experience working at a SaaS provider
- 2+ years of experience working in Education provider or 2+ years of experience working with Human Resources departments, Learning & Development departments, or in the staffing industry (staffing agency, headhunting, etc.)
- This is a remote position (preferred east coast time zone) with travel to Paris every quarter or so and an onboarding period of 1 to 3 months onsite. Remote experience is a must
- Great empathy and ability to remain calm
- Native English
- Experience with ticketing tools (Zendesk, Freshdesk, HelpScout, etc.), and experience with our tech stack preferred (Slack, Zendesk, Zapier, G-Suite, AirCall, Asana, etc.)
HIRING PROCESS
The journey starts with a phone interview and a meeting with the Hiring Manager. Then we plan face to face meetings with:
- Director, Employer Success
- VP, Employer Success, and VP, Mentorship
- and a few other people from teams across the organization (Peers and HR).
- You will be asked to perform a short test.
- You will be asked to provide us with 3 professional references.
Feel free to get the gist of who we are: https://openclassrooms.com/courses/how-do-we-work-at-openclassrooms
WHAT WE OFFER to our US EMPLOYEES
- Very competitive salary and commission
- Three months onboarding in our Paris headquarters
- 100 % Health Insurance (dental and vision) + family covered at 75 %
- 401K Plan
- Generous parental and family Leave
- 20 days of paid time off + additional vacations and 5 sick days
- A work environment and a strong culture built on agility, respect and high quality -
Get to know us
We create open source software that puts users in control over their online browsing experience. Our desktop and mobile products, such as Adblock Plus, Adblock Browser and Flattr, help sustain and grow a fair, open web, because they give users control while providing user-friendly monetization. Our most popular product, Adblock Plus (ABP), is currently used on over 100 million devices.
What you'll doYou will be a technical ambassador for Adblock Plus, supporting the functionality of ABP in your country for a better user experience. Utilizing your frontend software skills, you will support us remotely in our quest to make the internet free of annoying ads.
How you'll do itThis is a long term, 20 hours per week commitment. An excellent opportunity for anyone looking to earn some extra cash, in their spare time, while providing their service for a worldwide beloved product. You will:
- Troubleshoot issues reported by users
- Create, review and optimize our software for Spanish sites to support the local community
- Monitor and respond to questions in the user forum
What you need to do it- Excellent verbal and written English skills
- Knowledge of Spanish language
- Understanding of our product and how the web works (HTML, JavaScript, CSS)
It's great, but not required, if you have- Knowledge of Portuguese language
Privacy NoticeWhen you apply, you’ll be automatically forwarded to our recruitment platform operated by an external service provider called Greenhouse (seated in the US). Greenhouse collects some information on its website, such as anonymous usage statistics, by using cookies, server logs, and other similar technology. For more information, please refer to Greenhouse’s Privacy Policy. All documents and information provided by you are stored with Greenhouse. In order to ensure an adequate level of data protection, eyeo and Greenhouse have entered into the EU Standard Contractual Clauses (“processors”) - Commission Decision C(2010)593. You can request a copy of this by contacting us at privacy[at]eyeo.com. If you don’t want your data forwarded to Greenhouse, please do not apply. For detailed and further information, please refer to our Privacy Policy at https://eyeo.com/en/privacy.
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Livestorm (EST/PST)
Here at Livestorm, we're building what we consider to be the future of B2B video solutions.
As part of the customer care team, you will join a crew of product experts willing to give great support and help customers in their day to day usage of Livestorm. You'll be the proxy between our customers and the product team.
We're a startup based in Paris, but we have a strong international presence and provide care to customers all over the world 🌏
Our ideal teammate should be able to demonstrate good decision making, autonomy with excellent attention to detail.
Mission
- Help US timezone (8AM-5PM PST) customers successfully use Livestorm
- Respond quickly to customer questions and requests through live chat and email
- Troubleshoot and help debug product features
- Improve our documentation (written and videos)
- Come up with new content ideas or processes to help customers
- Provide detailed and accurate product feedback to the team
We are looking for:
- 2+ years of experience in Customer Support or a client-facing role in SaaS/tech industry
- Fluent, ideally native, in English (both written and spoken)
- French skills would be a great advantage
- Previous experience with Intercom or another live chat/support software
- Excellent customer service and problem-solving skills
- Flexible and agile in adapting to quick changes in a startup environment
- Always a willingness to go the extra mile to please and delight users
- Positive minded and team player
- Excellent writer and communicator
- Internet savvy with a strong interest in startups
Benefits
- Key role in a fast-growing startup with a small team
- Remote friendly culture
- State of the art hardware
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Postscript (US only)
Postscript is redefining marketing for e-commerce companies. By introducing SMS as an entirely new channel for e-commerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world-class go-to-market organization.
You will be working with our largest, high growth customers to ensure they are successful. You will do this by building strong relationships, helping them find long term solutions, and overcome any roadblocks. You’ll understand their goals, immerse yourself in their business, and give them the best practices to achieve success. This role is FULLY REMOTE, so comfort with being a self-starter and ambiguity is a must.
The perfect fit will be highly motivated with strong communication skills, a passion for helping people, an interest in problem-solving, and the versatility to work on a variety of projects.
Responsibilities
- Run one-on-one, best in class calls with our customers
- Strategize with customers on marketing strategies to drive growth
- Become a critical voice on the team in iterating on our customer journey
- Build strong relationships and brand loyalty with our customers
- Design creative and new ways to connect with customers to fuel growth
- Triage technical issues with the customer and the Postscript team
- Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
What We'll Love About You
- 4+ Years in a high growth customer-facing role
- Passion for helping customers and being a teacher
- Balanced - detail & process-oriented, while also a people-person
- Outstanding follow-through
- Deep understanding of e-commerce and e-commerce trends
- Proactive problem solver who isn’t afraid to break things
- Comfortable with ambiguity, grabbing the bull by the horns, and not being afraid to fail
- Ability to make any customer smile and deliver a great experience
- Receptive to feedback and quick to iterate
- Several years of experience in a remote-first role
What You'll Love About Us
- Happy customers who want your product
- Opportunity to join a rocket ship in its early stages
- Lots of room for growth – we empower our people then get out of their way
- Fun – we're passionate and enjoy working together
- Transparency - we’re open about the state of the business and take mentorship seriously
- Empathy - we care about our employees and our customers - no room for jerks
- Fast-paced, growth-focused environment
- Travel - we get the whole team together in fun locations 3 times/year
- Remote culture - work from home (or wherever)
- Above market compensation, including equity, unlimited PTO + health, dental, vision insurance
- Pick your own equipment/work set up
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Postscript (US only)
Postscript is redefining marketing for e-commerce companies. By introducing SMS as an entirely new channel for e-commerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world-class go-to-market organization.
This role will be the first face our Mid Market and Enterprise customers talk with, guiding them through the Postscript setup. You will be responsible for implementing, troubleshooting, and following up during the customer ramp period. This role is FULLY REMOTE, so comfort with being a self-starter and ambiguity is a must.
The perfect fit will be highly motivated with strong communication skills, a passion for helping people, an interest in problem-solving, an and the versatility to work on a variety of projects.
Responsibilities
- Run one-on-one, best in class onboardings with our customers
- Strategize with customers on marketing strategies to drive growth
- Become a critical voice on the team in iterating on our customer journey
- Build strong relationships and brand loyalty with our customers
- Design creative and new ways to onboard customers to fuel growth
- Follow up with customers to ensure their technical issues are resolved
- Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
What We'll Love About You
- 2+ Years in a high growth customer-facing role
- Passion for helping customers and being a teacher
- Proactive problem solver who isn’t afraid to break things
- Ability to make any customer smile and deliver a great experience
- Receptive to feedback and quick to iterate
- Several years of experience in a remote-first role
- Experience with e-commerce and digital marketing is a plus
What You'll Love About Us
- Happy customers who want your product
- Opportunity to join a rocket ship in its early stages
- Lots of room for growth – we empower our people then get out of their way
- Fun – we're passionate and enjoy working together
- Transparency - we’re open about the state of the business and take mentorship seriously
- Empathy - we care about our employees and our customers - no room for jerks
- Fast-paced, growth-focused environment
- Travel - we get the whole team together in fun locations 3 times/year
- Remote culture - work from home (or wherever)
- Above market compensation, including equity, unlimited PTO + health, dental, vision insurance
- Pick your own equipment/work set up
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Piktochart (Eastern Time Zone (UTC-4))
At Piktochart, we strive to make our users’ day. We advocate happiness and delight, and we want you to be a part of our team to help make users happy! This is not a typical Customer Support role where you’re answering tickets and phone calls only. As a SAAS product, we conduct conversations with our users, analyze them and channel the feedback back to the product and the company so that we’re truly building customer-centric and forward products! If you care about helping users and making an impact in the visual communication space, please apply.
Your mission :
- Help incoming customer conversations to ensure they have the best experience possible (teammates tend to help 60+ customers/send minimum 80+ emails and 10 chats per day) and adhering to our QA standards and company policies.
- Provide excellence customer experience with a high productivity level, quick first response time and short average handle time.
- Building relationships and engaging customers by going the extra mile to provide the best possible response.
- Identifying the customers' needs, clarify information, research each issue and provide solutions and/or alternatives, while providing the best value and empathy towards the user.
- Gather valuable customer feedback by conducting short user interviews, understanding customer pain points and forward to the Product Team.
- Perform logical troubleshooting. Accurately document troubleshooting steps for developers to troubleshoot and confirm resolution of reported issues.
- Writing documentation to help users help themselves (all the documentation on our Help Center is written and maintained by our Support Team).
- Contribute towards the improvement of Piktochart’s support system through ad-hoc projects such as revamping the FAQ section, revising tags, updating Customer Playbook etc.
- Receptive to giving and receiving candid feedback in order to improve individual and team goals
You offer:
- An outstanding command of the English Language - written and spoken.
- A high degree of initiative, courtesy and professionalism to resolve most customer issues on first contact.
- A resourceful, quick and agile learner, quick-thinking and empathetic attitude.
- Adapt to quickly to changing priorities and customer needs.
- Ability to prioritize tasks and incoming requests accordingly.
- Ability to analyze the situation and make the best possible decision to resolve problems, typically related to assigned workload.
- A flexible mindset towards 24x7 operations (Shift work may be required).
- Clear and efficient communication including an out-of-this-world level of friendliness, politeness, patience, and professionalism. You do whatever it takes to delight customers!
- Being able to work autonomously.
- 1-3 years of experience in Media/Tech supporting SaaS Applications.
Nice to have :
- Some experience working within tight KPIs (Key Performance Indicators).
- Writing/web content creation experience (a plus).
Working Time- 8:00pm-4:00am (GMT +8)
Who are we?We are transforming the visual storytelling space by delivering an effortless user experience in creating beautiful, professional grade visuals. By pushing the limits of what’s possible in technology and taking time to understand our users, Piktochart has empowered over 15 million users worldwide to visually communicate in ways that were not possible before!
The team that is behind Piktochart consists of 14 nationalities spread across 8 countries. Pair programming, mentorship, code reviews and group learning all form part of our daily lives and we consider it a privilege to continuously learn. The HOPEFUL values define our culture and inform our actions and decisions.
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GitLab (US only)
This role is remote, based in the US.
Responsibilities- Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
- Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, mid-market, and SMB
- Create and coordinate key reporting for GitLab leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
- Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
- Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
- Collaborate with Customer Success enablement to develop training and enablement to drive efficiency
- Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
Requirements- BA/BS degree
- 2 years of Customer Success experience
- 2 years of relevant experience in program management and/or operations
- Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
- Experience with support and/or professional services a plus
- Strong analytical ability and able to prioritize multiple projects
- Salesforce experience and knowledge of enterprise SaaS tools
- Excellent problem solving, project management, interpersonal and organizational skills
- SaaS and B2B experience preferred
- Interest in GitLab, and open source software
- You share our values and work in accordance with those values.
- Ability to use GitLab
- Experience with agile/DevOps and/or SDLC process and/or tools is a plus
CompensationTo view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.
Additional details about our process can be found on our hiring page.
Remote-East -
Prezly
Prezly is growing! We are hiring a Customer Support Manager to offer awesome support to our customers. Everyone in the team has 1 client day per week to ensure we understand the challenges of our customers. This has the positive side effect that we all know the product inside out and a 20 person pool of people helping our clients. Engineers fix bugs during those days, marketing people update documentation, designers add visuals to the knowledge base etc..
We're looking for a person that is a customer support person first, additionally writes documentation, improves processes and teaches the team to do better support.
Prezly aims to be the go-to software solution for PR and communications professionals, giving them the power to manage their contacts, publish news, and pitch stories all from one place. We have strong opinions on why people should care, but we need help driving the right audience to our website. This role will amplify your career. From taking on new challenges to following the lead of incredible mentors, we promise you will grow, learn, and make a difference to our business – and the industry.
You will need to be able to work independently and remote. That being said we already have a functioning remote team in place and the right tools to make you an essential part of it.
You’re good at:
Helping customers with their issues, or find workarounds
Train the rest of the team to do improve their support efforts
Working closely with the product team on customer feedback/bugs
Handling upsells and renewals
Onboarding and training new clients
Extra awesome:
You love inspiring others with enthusiasm
You have a “never say never” attitude
You have experience working at a SaaS company
What you’ll need
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At least 5 years’ experience in similar roles
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A good mindset for understanding customer needs
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Attention to detail, excellent organisational skills, and good time-management skills
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Excellent communication skills with high energy and a positive attitude
Why join us
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Competitive salary
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Great tools: At Prezly you’ll get to choose your own gear and tools.
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Flexible hours: There’s a life outside of work. That’s why our distributed team works from where they want when they want. And they get tons of work done.
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Unlimited vacation time: We evaluate on value, not on time spent behind desks. Employees can take as many holidays as they need. This way they bring their A-game to the job.
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Visits to Leuven: A few times per year the entire team gets together in the office in Leuven, the world’s capital of beer. We’ll fly you in so you can have fun with the team.
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GitbookGitBook is a moderndocumentation platform sustained by some of the best SaaS europeans VCs (Point 9 Capital, Notion Capital, Fly VC). Our ambition is to empower team's intelligence. We want to help teams work more efficiently by creating a single place to leverage their knowledge.GitBook is now used by over 500,000 users and thousands of teams such as Adobe, Netflix, Decathlon, or Google. We're working on an important next product step to redefine "core team work" and we're looking for our first Customer Success person to join our team and help us continuously develop users' satisfaction.As a Customer Success Manager, and being our first Customer Success person, you will play a major part in determining our customer success strategy.🙌 What will you be doing ?Your role as a Customer Success Manager will be to create strong and long lasting relationships with our users to perfectly understand their business objectives, their operational constraints and guide them in the short, medium and long term to maximise the value created for them through their use of GitBook.On a daily basis you will :- be the primary contact of all users (self-served and sales-served) as soon as sales negotiation is done to act as a trusted advisor by facilitating their on-boarding and optimising product's value in their eyes.- groom and grow users' accounts to make sure they get value from their GitBook usage and stay happy and renew their yearly/monthly contract.- be able to generate new sales opportunities by navigating the organisation to up-sell more usages to different teams, thanks to your deep knowledge of each account.- be the voice of our users internally : you will work with our entire Product and Go-to-Market teams by highlighting feedbacks from customers and make sure these are visible to the whole team in order to align our roadmap (business and product).As you may have understood everything (or almost everything) is to be done so you will have a great opportunity to develop new ways to increase customers' satisfaction and influence a customer-centric dynamic through the entire GitBook team. You will help us establish best practices in terms of Customer Success.🎯 What do you need to succeed ?
- your amazing communication skills in English both written and spoken
- your high level of enthusiasm and proactivity when it comes to create relationship with users
- your expertise on Customer Success strategies and methods as you have previous experience(s) working as a first Customer Success person building process, funnel and tools or as a second Customer Success person helping to set-up and build process and willing to build it yourself
- your capacity to engage with the entire team to help drive product strategy and business strategy
- your knowledge of our market as you have previous experience(s) working on B2B environment, ideally SaaS (but not mandatory)
- your ability to deal with several subjects at a time as you have the experience of managing a portfolio of about 100 accounts
You will be an addition to our culture as :- you always Ambition (Aim Higher) the next step of your work, whether it’s building a feature, improving a team process, etc.
- you have a deep sense of Ownership (Take control & Own it) as when you observe a problem, you don’t wait for someone to fix it, but you take the responsibility of fixing it.
- you have a sense of Accountability (Be accountable to results) as you are focused on outcomes (not on efforts).
- you Care (Give a shit) and empathises with customers as you take the time to understand their frustrations, needs, and root-problems. Which also proxy to the team as you help them achieve and learn; to better serve our mission.
- you are able to Train (Grow yourself) as, when facing an unknown challenge, you learn from it to create leverage for the team.
- you are Genuine (Say it and accept it) as you are candid, respectful and transparent in your communication.
- you are a Team player (Leverage the team) as you acknowledge that leveraging the team and different skills enables to create an outcome that's bigger than the sum of it's part.
- you are an Architect (Plan & Build) as you value building long-term solutions beyond simple day-to-day execution. You start new projects breadth-first, solve the broad easy problems first and then dive into the details.
You will also appreciate :- 🏥 health insurance
- 🍽 lunch voucher thanks to Lunchr card (around 9e/day)
- 🚊 refund of your public transport subscriptions up to 50%
- 💪 to have an impact by building a product that helps thousands of teams and users around the world
- 🚀 to move fast and learn in the challenging environment of a fast-growing startup
- 🛋 to work remotely whenever you want to
- 🏡 to enjoy our offices in the center of Lyon whenever you want to as well
- 🍫 to gather with the entire GitBook's team to share lunches and sweet breaks as we love food
- ⚽ to (sometimes) practice sports with GitBook's team
- 😎 to work with "the coolest team on earth" !
- 🏄 to go on team off-sites twice a year (summer and winter)
✨ What's next ?1. First, you need to send us your application to express your interest and we will review it (of course we'll get back at you whatever the decision)🙂2. As the next step, our Talent Manager will call you so the both of you will be able to ensure there is a correlation between GitBook's expectations, the role and your own expectations.3. Then you will have a call with the Hiring Manager to deep dive into day-to-day, on-the-job skills etc.4. We will give you a Use Case to work on so you'll have a better understanding of your potential day-to-day challenges at GitBook and it will be a perfect starting point for the next step5. Meeting with two members of our Go to Market Team to share about role specifics such as required skills, knowledge, abilities as well as working environment, day-to-day life...6. Finally, you will have the opportunity to meet with the entire team to determine if we would like to work together on a daily basis and share drink/lunches after work. -
GaiaApps
Come build the best outdoor mapping software in the world, and work with a group of people who spend tons of time outdoors. Your efforts will directly help a community of record-breaking backpackers, world-renowned guides, conservation scientists, wildland firefighters, hunters, offroaders, and more. Find Gaia GPS in the App Store, Google Play Store, and on gaiagps.com.
As a Customer Support Specialist, you'll correspond with Gaia GPS users, and help them in using Gaia GPS for their adventures and work. You'll create technical documentation and marketing materials. And you'll have a critical role in helping to improve the software, by understanding users and providing feedback into the product development process.
Requirements
- Concise and powerful writer
- Ability to understand and solve obscure problems (poorly phrased questions, novice users)
- Works hard without constant supervision (remote experience a plus)
- Technically minded - affinity for statistics, testing, SEO, coding, and web technologies. Background and/or desire to learn more
Traits/Activities We've Seen Correlate with Success- you're an expert at something, and you've developed hard skills (examples: musical instrument, a Master's degree, programming, bodybuilding, video production)
- you have a lot of persistence (example: thru-hiked the Pacific Crest Trail)
- you excelled at a rigorous program (example: salesperson who hit metrics, REI associate top performer)
- you are self-taught in some areas
- vested interest in the outdoors and/or maps
- interest in or experience with programming
- previous experience working remotely
- good memory/recall
Benefits
- The company is all remote, currently distributed across North America.
- We have the most flexible work environment, which lets all of us balance family and other interests, with work.
- We offer 4 weeks of vacation, and another 12 paid holidays that can be shuffled around. We provide 2 months of paid maternity, 1 month of paid paternity, and additional unpaid leave.
- Non-salary financial benefits include bonuses based on company performance (you'll learn the formula while interviewing), health insurance, and 401K matching.
- We provide the best computers, monitors, tablets, and other home office equipment. We reimburse home internet and mobile phone bills. We comp expenses for any sort of books or other materials for learning.
- We have a retreat every 9 months, alternating with and without families (past ones include Tahoe, Zion, Rocky Mountain NP, camping, backcountry skiing, etc), to hang-out and mingle the remote team.
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Noredink (US only)NoRedInk helps students learn to write in over 60% of US school districts, and forming strong partnerships with school and district administrators is central to our mission. We’re looking for an experienced customer success manager (CSM) to structure and deliver success for a portion of our school and district customers, helping them set goals, maximize usage, and achieve desired outcomes for their students and teachers. You will be responsible for renewing and expanding customer accounts, serving as each school’s main point of contact and liaising with NoRedInk’s sales and product departments to ensure success.Key Objectives
- Manage a territory of school- and district-level NoRedInk Premium customers, building and maintaining strong relationships with administrators and teachers
- Hit renewal and expansion quota by retaining accounts, expanding implementations, and cross-selling NoRedInk’s other Premium offerings when appropriate
- Set usage and success goals in collaboration with our customers
- Monitor customer usage trends and optimize implementations to reach internal and external success goals
- Leverage successful implementations as case studies and models for deploying best practices for our customers
- Partner with the Sales team for expansion and new business opportunities
- Use Salesforce to track renewal and expansion opportunities and activities
- Exemplify NoRedInk’s mission and values in your day-to-day work
About You- You have 2-3+ years of meeting or exceeding quota in a closing sales and/or account management role
- You have a track record of building relationships with a variety of stakeholders that have resulted in measurable success
- You have strong written and oral communications skills
- You have familiarity with business tools such as Salesforce and Google Sheets
- You’re outgoing, organized, creative, and tenacious in making a difference for our customers
- You want to work at a mission-oriented startup with a talented team
- You have at least 1 year of experience working remotely (Only applicable for those interested in working remotely)
Bonus points if...- You have experience in education, especially:
- Teaching middle and high school English/Language Arts
- Teaching English Language Learners
- School and/or district leadership
Why NoRedInk?NoRedInk offers a range of benefits to help you thrive in and out of the office, including flex PTO, a relaxed WFH policy, and paid parental leave. Our team members care deeply about our core values:- Put teachers and students first
- Relentlessly improve
- Invest in and take care of each other
- Act with Humility
- Delight in our work
We work to model and promote these daily, helping to foster an environment that’s fun, collaborative, and highly engaged.Based in San Francisco, NoRedInk was founded in 2012. We’re backed by top-tier investors, including Google Ventures and True Ventures, and we're led by an experienced team of educators and edtech veterans. We’ve been featured on NBC and in The Washington Post, The Wall Street Journal, and Forbes.NoRedInk is an equal opportunity employer. We know that a diverse workforce is the strongest workforce, and are committed to building and supporting an inclusive environment for all.*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and you are given permission by the Talent Acquisition team to work on a job opening. -
The Customer Support team is looking for a remote (work-from-home), self-starting all-star who can be a coach to to our customer base to ensure they’re finding success with Apollo.Apollo is a wired-for-remote team headquartered in San Francisco, California with 50%+ of the team working from around the world. This role is 100% remote (work-from-home)About the RoleWe’re looking for a Customer Support Specialist to be a core contributor to building a world-class support organization. Our ideal candidate is someone who truly cares about client success, could quickly grow into a leadership role, is technically savvy, and has experience teaching and troubleshooting software.The Customer Support Specialist will be responsible for managing customer support requests via email, chat, and phone. As a Customer Support Specialist, you’ll also help create and edit help center content for employees and customers, as well as interface with product and engineering to help improve the platform.Responsibilities:- Apply your technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues.- Understand the Apollo product and databases better than anyone else in the world.- Manage and effectively resolve customer support requests using email, chat, and phone.- Escalate unresolved issues that require more in-depth knowledge to leadership and engineering in a proactive manner.- Contribute to our internal and external knowledge base by creating help center content for employees and customers.- Go above and beyond your job description to ensure our customers love us!- Help define our customer experience and build a world-class support organization.Requirements- Excellent English communication skills (fluent or native)- 2+ years of experience in customer support, customer success, sales, engineering, product management, or similar- Self-starter, entrepreneurial, hungry, passionate and tech-savvy- Strong analytical, troubleshooting, and problem solving skills- A desire to work closely with customers in sometimes tough situations- Self-starter, entrepreneurial, hungry, passionate and tech-savvy- You pride yourself on being patient, a problem solver, ambitious, proactive/assertive, and dependable to follow through.- Empathetic to customer needs, work to understand the questions that customers ask and why.- Your friends would describe you as vivacious, strategic, empathetic, and dependable.- Be hungry and quick to learn.- Excellent written and verbal communication skills, Able to explain concepts clearly and concisely .Opportunities to Progress in your CareerApollo is a Y-Combinator backed startup at the forefront of Silicon Valley/B2B SaaS best practices. Originally built by 3 founders (from Harvard, MIT, and Berkeley), the team has a long history of being highly collaborative, encouraging, and growth-minded. Our team is laser-focused at growing and developing our Customer Support Specialists into our future leaders at Apollo or other Silicon Valley companies.We’re growing the team and scaling how we operate. So, some likely future career moves for you as CS Specialist would be:- Senior Customer Support Specialist- Customer Success Manager- Onboarding Specialist- Account Manager- Account ExecutiveWe invest tremendous effort to developing our remote employees's careers; historically, most people on the Customer Support get promoted within 9 months into higher and larger roles and get the opportunity to turbocharge their career.About the CompanyApollo.io's mission is to help every business to fulfill their full market potential by connecting companies with amazing solutions with those who need them most. We've built a database of 250 million business contacts and 10 million companies, and our software helps sales and marketing identify and convert their most likely potential customers. We've raised over $10 million from Silicon Valley investors such as Y Combinator, Nexus Venture Partners, SV Angel, and Social Capital. We're headquartered in San Francisco, CA with a worldwide remote team.
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ClipboardHealth (US only)
We’re looking for a leader who is adaptable, able to pivot processes overnight when required, propel new process adoption, able to coach and MOST OF ALL - addicted to hitting metric goals and smoothing out the chaos that comes with being in a client-facing team in the tech startup world! The ideal candidate has 5-10 years of experience helping large customer support teams scale.
Responsibilities
Help us meet our company revenue growth goal of increasing 30% month-after-month.
Able to understand complex topics and break them down into digestible processes for the team. The ideal candidate needs to understand how to craft compliant processes. Adoption of these new processes is often the hardest part when changes occur. The ideal candidate knows how to support the team is adopting new releases (whether it is a new product feature, new CRM, or new healthcare staffing regulation to follow).
This leader will consistently look at metrics in terms of communication quality & responsive timeliness (texts, emails, outbound calls, inbound calls, wait times, voicemails) and overall health scores (deriving from client satisfaction scores)
Able to “put out fires” we call it. This leader knows how to find the right solution for support inquiries that are delicate situations and understands legal complexities that come with some of these type of requests. Along with this, the ideal candidate knows how to build the product or process to ensure these type of requests do not occur again.
Required Qualifications
5-10 or more years of experience managing a large Customer Success Department
Experience managing processes that scale/ creating efficiencies
Experience with basic troubleshooting. Comfortable submitting risk mitigating Jira tickets, working with Engineers during outages, reporting bugs, etc.
Business Degree or similar
Customer Success Manager Tech Startup Experience
Experience managing CRM’s
Strong mediation skills
Demonstrates utmost professionalism at all times
Comfortable working remote as we are 100% remote company
Leadership & Coaching Skillset
Analytical with metrics
High-degree of organizational skills and highly communicative
Preferred Qualifications
Experience building out training that works well for international BPO teams
Experience creating processes and training that works well even when you are not working. Our Customer Support team is staffed 24/7, even on weekends and holidays due the nature of the healthcare industry.
Healthcare Staffing Experience
Experience managing Zendesk Support and other ZD products
Benefits:
Medical, dental and vision health insurance
Competitive compensation package
Unlimited vacation
Clipboard Health does not discriminate against age, race, color, religion, ancestry, national origin, sexual orientation, disability, medical condition, marital status, or registered domestic partner status in looking for potential hires. We believe in fair equal employment opportunities.
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OnceHub (US only)
OnceHub (www.oncehub.com) is an innovative and thriving Software-as-a-Service company that provides a feature-rich scheduling platform to businesses. At OnceHub we’re all about powering organizations with smart scheduling solutions that shorten time-to-engagement in all phases of the customer lifecycle.
We are a remote-first company, where almost all our teams work from home. We're a team of passionate and driven individuals living and working remotely across seven countries and five continents. We have ambitious growth plans and right now, we have team members already in the UK, Ireland, India, Israel, New Zealand, South Africa, and the USA
We are looking for a highly analytical individual with a demonstrated interest in technology to join our growing Sales and Customer Success team. This is a remote, entry level position that we are hiring for in either Pennsylvania, Florida, Georgia, Alabama, South Carolina, North Carolina, Tennessee, Texas, Utah, Wisconsin, Iowa, Indiana, Virginia, or Illinois.
An ideal candidate should be a fast learner, an independent thinker, and one that complies with standards and maintains the highest levels of transparency. Working for us, you’ll have the opportunity to add new business and technical skills to your repertoire. As our company grows, so will your opportunities.
Responsibilities:
-Answer phone calls and emails, providing support on a wide range of topics
-Act as a trusted adviser to new and prospective customers
-Review customer requirements to provide the most optimal solution for their organization
-Troubleshoot technical issues and communicate back to the customer
-Stay up-to-date by reading technical articles and receiving training for new features
All shifts are full-time. Your usual schedule would consist of 8.5 hour shifts but more time may be required depending on daily circumstances. At this time we have the following shifts available in the USA:
Monday - Friday, 7pm-3:30am Eastern Time Zone
Monday - Friday, 12-8:30pm Eastern Time Zone
Requirements:
-Completed some college in a relevant field (Mathematics, Computer science, Linguistics, IT, physics, Biology, Chemistry etc.)
-0-3 years of Customer Success/Support experience (SaaS experience preferred)
-Analytical mindset with ability to quickly recognize patterns
-Able to master new software and systems effortlessly and quickly
-Superb writing and communication skills: accurate, focused, and detailed
-Excellent at multitasking and highly productive
-Strong interpersonal skills
Preferred:
-Salesforce experience
-Familiarity with web development languages (HTML, CSS, Javascript, etc.)
Please note that this is an entry level position and the annual salary range is between $25,000 to $30,000.
This is a remote, work from home role which saves you commuting time and allows flexibility. Since we are an international company, our standard business days are Monday to Friday. We are looking for an individual in the USA who is flexible and can work with stakeholders located around the world.
Please note that, at this time, we are only able to consider candidates who currently reside and have work authorization in the USA in either Pennsylvania, Florida, Georgia, Alabama, South Carolina, North Carolina, Tennessee, Texas, Utah, Wisconsin, Iowa, Indiana, Virginia, or Illinois for this particular role. Finally, please note that we are hiring for this position in multiple countries but only have two positions available at this time
We offer development opportunities, and provide work equipment including a laptop, headset and a phone. You will also have the opportunity to participate in our bi-annual company retreat. If you want to contribute directly to the growth of an innovative SaaS company, please send us your resume!
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About KrakenOur mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world's largest, most successful bitcoin exchanges and we're growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent. Let's change the way the world thinks about money! Join the revolution!About the RoleThis is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.We’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payments operations. Our team is one of the best in the industry, and we’re looking for people who can make us better.For this role, we are looking for candidates who have previous experience in a fraud-related field or account security.Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.Responsibilities
- Fraud detection and profiling
- Perform risk assessments
- Assisting with developing fraud strategies for current and new markets
- Analyze customer level information to determine action for both customers and company
- Create risk-based rules to mitigate emerging fraud trends and monitor performance of same with regard to fraud prevention and customer experience.
- Provide training and development to internal teams.
- Continuous review of merchant transaction activity for possible fraudulent activity and reporting appropriately to prevent fraud and risk.
- Compiling and implement security measures and fraud prevention strategies and the ability to pick up on irregularities on card transactions.
- Periodically utilizing e-mail, responding to 20 to 150 client concerns regarding trading (explaining margin, answering questions about order execution), digital asset transfers (looking at block explorers, answering questions about bitcoin transactions), and other general questions on daily basis
- Strive to make your work as efficient as possible by improving or creating processes, automating as much of your work as possible, and so on
Requirements- Strong written English communication skills (other languages are helpful)
- Previous experience in a fraud or security related field
- Security and privacy focused
- Crypto trading experience, preferably on multiple platforms
- High output -- metrics-based experience is helpful
- Able to make quick decisions autonomously
- Detail oriented
- Loves helping people
- Technical background a major plus
- Experience with Kraken’s API a major plus
- Fluent in English on a professional level. Fluent in the following languages: Italian
We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.Check out all our open roles at https://jobs.lever.co/kraken. We’re excited to see what you’re made of.Learn more about us: -
Kraken (EMEA)
About Kraken
Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world's largest, most successful bitcoin exchanges and we're growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent. Let's change the way the world thinks about money! Join the revolution!
About the Role
This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.
We’re accepting applicants for our Client Onboarding team, which provides first rate customer support to our high volume users and also performs client due diligence. Our team is one of the best in the industry, and we’re looking for people who can make us better. Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.
Responsibilities
Responsible for ensuring a quick and seamless onboarding and account opening experience for our clients.
Conduct client due diligence (KYC/CDD) on new clients.
Research clients using open source research such as government registries, etc.
Meet Service Level Agreements (SLA).
Coordinate directly with Compliance to obtain relevant KYC requirements.
Develop and maintain procedural documentation and training materials in alignment with internal policies.
Handle escalated onboarding cases.
Participate in projects and any other special tasks assigned, such as automating key processes or leveraging technology solutions where appropriate.
Requirements
Strong ownership mentality.
Strong written English communication skills.
2-3 years experience in the financial services or crypto industry.
General understanding of KYC requirements
Broad understanding of business models and industries and ability to analyze different kinds of businesses, including those in the crypto industry. Understanding of various corporate structures and beneficial ownership.
Critical thinking, problem solving, and research skills.
Strong time management and multitasking skills.
Detail oriented.
Loves helping people.
Fluency with a second language is a plus.
We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.
Check out all our open roles at https://jobs.lever.co/kraken. We’re excited to see what you’re made of.
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Close (North America)
About Us
At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster).
Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 43 high-performing, happy people that are dedicated to building a product our customers love. We are growing our Success Team of 4 in order to work with more customers, specifically to help with new customer onboarding and identifying high-growth customers.
About You
You have between 5-10 years experience with B2B SaaS in a customer success role. You have domain expertise in the CRM industry and/or you have frontline sales experience of at least two years that you can rely on to act as a trusted sales advisor for our customers.
You have excellent written and verbal communication skills and are comfortable working independently in a fast-paced environment. You have demonstrated the ability to manage and grow relationships with your customers and share best practices with a team of success managers.
You are someone with high emotional intelligence, having the ability to understand and empathize with the needs of others. You have a friendly, but strong demeanor. You must be located in North America and available to work normal U.S. business hours. You should have experience working in a startup environment; remote work experience would be a plus.
About the Role
We are looking for an experienced Senior Customer Success Manager to partner with our customers. Reporting to the Director of Customer Success, you will be the main day-to-day point of contact for your customer relationships. You will own the client relationship and be charged with maintaining and growing revenue while delivering a high-level of value to our customers.
We are looking for an outstanding relationship-builder who can leverage every resource available to our customers, with a combination of technical and sales aptitude, and experience managing the entire customer journey.
This is an entrepreneurial, high-growth atmosphere and we’re looking for candidates that thrive in that environment. The ability to multitask, set and adjust priorities is critical; as a Senior Customer Success Manager you will always have more work than what can be completed in one day. The team members you'll be working most directly with are Liz Stephany, Matt Bonde, Andrea Lucke, and Lydhia-Marie Bolduc-Gosselin.
What you'll be responsible for...
Own a dedicated group of customer relationships and be responsible for managing the full customer lifecycle including training, adoption, expansion opportunities, retention and renewals
Become a subject matter expert in our platform and our sales philosophy
Problem-solve at a high level with your customers on sales process, efficiency and automation, data integrity and knowledge of best-in-class integrations
Provide your customers with valuable insights to help them achieve their business objectives including pulling reports, analyzing data, and understanding what it means and why it matters to your customers
Develop success plans and drive quarterly business reviews at the executive level
Develop cross-functional relationships at the user and executive level across multiple internal teams and brands.
Work closely with Success and Sales teams on seamless customer transitions
Execute at a high level to achieve goals around retention, growth and customer satisfaction
Host in person customer events, visit customers in person, quarterly travel required
Why work with us?
100% remote (we believe in trust and autonomy)
2 x annual team retreats ✈️ (Lisbon retreat video)
Competitive salary
7 weeks PTO (includes company-wide winter holiday break)
1 month paid sabbatical after 5 years
$200/month co-working stipend
Parental leave (10 wks primary caregiver / 4 wks secondary caregiver)
99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)
401k matching at 4% (US residents)
Dependent care FSA (US residents)
At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you).
We come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community.
This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.
Interested in Close but don't think this role is the best fit for you? View our other positions.
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About KrakenOur mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world's largest, most successful bitcoin exchanges and we're growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent. Let's change the way the world thinks about money! Join the revolution!About the RoleThis is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.We’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payments operations. Our team is one of the best in the industry, and we’re looking for people who can make us better.For this role, we are looking for candidates who have previous experience in a fraud-related field or account security.Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.Responsibilities
- Fraud detection and profiling
- Perform risk assessments
- Assisting with developing fraud strategies for current and new markets
- Analyze customer level information to determine action for both customers and company policy.
- Create risk-based rules to mitigate emerging fraud trends and monitor performance of same with regard to fraud prevention and customer experience.
- Provide training and development to internal teams.
- Continuous review of merchant transaction activity for possible fraudulent activity and reporting appropriately to prevent fraud and risk.
- Compiling and implement security measures and fraud prevention strategies and the ability to pick up on irregularities on card transactions.
- Periodically utilizing e-mail, responding to 20 to 150 client concerns regarding trading (explaining margin, answering questions about order execution), digital asset transfers (looking at block explorers, answering questions about bitcoin transactions), and other general questions on daily basis
- Strive to make your work as efficient as possible by improving or creating processes, automating as much of your work as possible, and so on
Requirements- Strong written English communication skills (other languages are helpful)
- Previous experience in a fraud or security related field
- Security and privacy focused
- Crypto trading experience, preferably on multiple platforms
- High output -- metrics-based experience is helpful
- Able to make quick decisions autonomously
- Detail oriented
- Loves helping people
- Technical background a major plus
- Experience with Kraken’s API a major plus
- Fluent in English on a professional level. Fluent in the following languages: French
We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.Check out all our open roles at https://jobs.lever.co/kraken. We’re excited to see what you’re made of.Learn more about us: -
Airtable
Airtable is seeking enthusiastic Customer Support Advocates to enable our customers! We're looking for someone who is highly empathetic, eager to understand underlying issues, and whose passion is providing people actionable solutions.
The right person won’t just field questions, but will use our support platform as a vehicle to constantly improve on how Airtable meets customer needs. This role requires a love of learning, deep curiosity, and clear-writing skills. The right customer solution won't always be obvious, but you see this as part of the fun!
This is a contract position with an opportunity to transition full-time as our small-but-mighty Airtable support team grows.
Airtable users span every industry and every function—they are cattle farmers, Fortune 500 companies, and city governments—which means our Customer Support Advocates will be supporting a diverse and dynamic range of use cases.What you’ll do- Provide exceptional customer service helping everyone—from nonprofit managers to Fortune 500 executives—realize their goals through Airtable.
- Anticipate customer needs and problems before they surface; develop deep customer intuition to empower Airtable’s customers to achieve their goals.
- Partner with your peers in Customer Support, Sales, and Customer Success to build scaled and high-touch service offerings.
- Develop deep Airtable product expertise, learning to model any kind of workflow, from editorial calendars for major publications to fire truck inventories for fire departments.
- Relay customer feedback and highlight improvement opportunities to inform future Product, Growth, Marketing, and Customer Support initiatives.
Who you are- Problem solving excites you! You thrive diving into technically complex or nuanced situations.
- Written communication is your forté; you can distill complicated topics into something clear and succinct.
- You approach every situation with high empathy.
- You believe support can transform user experience.
- You are a self-starter who takes initiative and is energized even when a clear path isn’t laid out for you.
- You have 1+ years of professional experience, ideally in a fast-paced environment.
- You have experience setting up and using Airtable (personally or professionally).
Bonus points if- You previously worked in a customer-facing role.
- You have a background in education, consulting, or have professional project management experience.
About AirtableAirtable's mission is to democratize software creation, similar to the way the Macintosh democratized personal computing. Software is arguably the most important creative medium of the last century, yet most people cannot build their own software. Airtable gives people and companies a “lego kit” they can use to create custom applications on their own, regardless of technical experience.
We’ve raised $170M in venture funding, including most recently a 100M Series C from Benchmark, Thrive, and Coatue.
Learn more about the product and signup at http://airtable.com
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Tidelift (US only)
What we’re building
At Tidelift, our mission is making open source software work better—for everyone.
We see a world where software development teams get better maintained, more dependable software, and open source creators can get paid for the incredible value they create.
Tidelift is the largest provider of commercial support and maintenance for the community-led open source software behind modern applications. We partner directly with independent project maintainers to make it safer and easier to build with open source, so engineering teams can create even more incredible software, even faster.
We're well-funded and growing fast. You will play a large role in tackling challenging problems and helping build the company, while learning alongside our experienced team.
Find out more about us on tidelift.com or read about us in Wired or Business Insider.
The role
As a part of the customer success team at Tidelift, you will be responsible for working with customers to ensure they are successfully using our product, adopting it widely in their enterprise, increasing product usage, and are continually getting business value from Tidelift. Your work will help Tidelift to achieve high levels of customer satisfaction, strong renewals, and growth within the account base.
You will work closely with existing customers to discover their technical challenges and business objectives, and then help them use Tidelift to achieve their goals. You will also own the process of working with our sales team to get new customers onto the platform and using the product. Finally, you will work with our product, engineering, and marketing teams to share your experiences and help us improve our product.
What you'll do:
- Speak with customers to understand and document their goals and objectives
- Deploy and on-board new accounts
- Create success metrics and develop a strategic success plan to achieve the customer goals and objectives
- Become a domain expert on Tidelift’s solution
- Be the customer’s technical point of contact throughout the entire customer lifecycle (sales, implementation, adoption, proficiency, expansion, renewal)
- Work with customers to integrate Tidelift’s managed open source analysis into their build and deployment pipelines
- Coach customers to be product experts and train their teams on Tidelift methodologies so they become increasingly self-sufficient
- Bring what you learn from customers back to the rest of the organization to improve the experience for everyone.
You could be a great fit if you have these or similar experiences (even if you only have a few of these attributes, please feel confident applying anyway as we are quite flexible):
- 3 - 5+ years of experience in a customer facing technical role
- Experience designing and implementing repeatable customer success processes from the ground up
- Experience within a software-as-a-service businesses
- Understanding of the software development life-cycle and the day-to-day job of a software developer or team manager
- Eager to learn and explore the technical side of open source
- Strong communication and interpersonal skills
- Self-motivated and proactive team player
Our values
We’re trying to build a healthy, values-driven culture. We want to be:
- Optimistic: We see an amazing future ahead, and want to inspire others to share in it. This is both internal—building each other up and looking for the best in people—and external—we know open source is awesome, and we want to make it even better.
- Practical: We know words and ideas alone won’t change lives. We help people most by creating a pragmatic, viable, and sustainable business that works for everyone. So we care about usability, design, and honest assessment of costs and benefits.
- Additive: We want an environment that encourages and inspires growth, both for individuals and for the open source community as a whole. That means embracing a growth mindset, and valuing culture add over culture fit.
- Inclusive: We believe technology will be stronger when it better reflects the voices and ideas of society as a whole. So we want people from different backgrounds and experiences to not just be represented, but to be heard, valued, and flourish. We do not tolerate discrimination or harassment.
Logistics
In this role, you would have the option to work remotely from the US or from our offices in Boston, MA or Raleigh, NC.
We believe in the urgency of our mission and the importance of doing good work, but also know this is a marathon and not a sprint. Hours can be flexible within reason if necessary to meet personal needs (like child, medical, or elder care).
Compensation, benefits, and career
Compensation is competitive with other Boston-area startups, including health insurance, flexible vacation, 401(k), short-term disability, parental leave, and equity.
We invest in every employee’s growth, and support professional development that aligns with your goals and how you learn best.
How to apply
Fill out the form below. We'd love it if you add a thoughtful note about your goals and your background. We’ll get back to you promptly!
Please note that we are not looking to hire contractors.
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Silverline
Silverline Overview
At Silverline, we are passionate about what we do. We’re a diverse group of cloud professionals with the same goal: to create rewarding experiences for our clients through technology — and we have a good time while we’re at it! As a Salesforce Platinum Partner, Silverline combines Strategic Advisory, technical implementation services, and ongoing Managed Services to enable organizations to achieve maximum value with the Salesforce platform. Silverline is consistently recognized as one of the best places to work, among other accolades. Join us!
Position Overview
As a key leader within our Client Services team, the Client Success Director is responsible for building strong relationships with our clients and helping them realize the value of our services and the platforms we support. Specifically, the Client Success Director is an important driver in growing and retaining our client base as well as supporting pre-sales cycles for potential new clients. This position is client-facing and requires interaction with various stakeholders at all levels, both internally and externally, with the goal of overall client success. The Client Success Director profile requires a unique blend of business and conceptual technical expertise; with the drive, influencing skills, and ability to collaborate with many constituencies to grow the business.
The right candidate for this position will also have a broad business background that adds strategic value to the role. Willingness to travel up to 20% of the time is required.
Primary Responsibilities
- Establish productive, professional relationships and develop a “trusted advisor” status with key stakeholders in specific client accounts
- Analyze account potential, critically identify gaps, and make strategic recommendations throughout the lifecycle of our clients
- Proactively lead strategic account planning process to understand account potential and go deeper into each account ensuring renewal of client engagement
- Generate and close opportunities for a portfolio of accounts influencing overall revenue growth from existing clients
- Drive strong relationships across the Silverline team and with client executives including presentations centered on client business value and Silverline’s industry sub-vertical point of view as appropriate
- Work closely with sub-industry leads in Financial Services to demonstrate industry knowledge and its relevance with technology solutions
- Manage client expectations with a focus on satisfaction, retention, and renewal
- Lead business requirements gathering efforts to best understand client needs and adequately scope projects for new client initiatives
- Communicate clearly the progress of initiatives to key client stakeholders
- Assist with high severity requests or issue escalations as needed to ensure client satisfaction and problem resolution
- Work with Client Services Managers to identify project risks; set up action plans to mitigate
- Collaborate with sales during the pre-sales stage to research and understand client business challenges and drive towards value added solutions
- Coach team members on how to handle various project scenarios; Coach team members on project excellence while maximizing project profitability
- Stay well informed on the latest Salesforce functionality and complementary technologies
- Monitor key account metrics to achieve account growth and proven value for our clients
Required Qualifications
- Bachelor’s Degree in Business Administration, Management, Computer Science or Related Fields of Study or equivalent business experience
- 10 + years experience in consulting including time in project, program management, and sales in Financial Services
- 10 + years experience related to the successful delivery of CRM / Salesforce projects as well as experience conducting business interviews and leading client workshops
- Ability and confidence to work closely with, and advise, senior executives at a given client
- Proven track record of nurturing and upselling existing accounts
- Experience assessing business objectives and defining change strategy to meet objectives
- Experience with Agile, Scrum or adjacent delivery methodologies
- Experience with custom application project leadership
- Past experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, profit margin, delivery quality, and client satisfaction
- Ability to work independently, work with a remote team, think creatively, manage own time, and take initiative to drive projects
- Ability to build out value proposition presentations and package offerings
- Proven track record of developing and maintaining profitable and referenceable client relationships
- Confirmed experience to proactively identify, assess, and mitigate risks during bid development and project execution; manage delivery of projects; identify, develop, and close services engagements; develop winning and profitable proposals
- Proven experience working on multiple projects at once, prioritizing, work independently, and problem solving, and working under pressure in a fast-paced environment
- Experience establishing client vision and communicating to multiple types of buyers at the client
- Must be confident, resourceful, flexible and exhibit initiative
- Team player with ability to work and communicate effectively with cross-functional teams (sales, delivery, marketing, etc.)
- Strong communication (verbal & written) and persuasion skills
Visit our Careers page to learn more about our industry-leading benefits and award-winning culture! https://silverlinecrm.com/careers/
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Universe (US only)
Overview:
We take support seriously. It's the human face of our product. We believe that every support ticket is an opportunity to convert a frustrated, confused, or curious customer into a delighted, long-term champion of our company.
We're looking to add a new support specialist to our team. This person will work with customers to help solve their problems, surface learnings to the rest of our team, and help design systems to scale our support experience.
We're looking for someone with a unique set of skills: extraordinary human interaction abilities—the kind of person who can turn a frown into a smile—and operational excellence. In this role you'll have the freedom to design a delightful experience and shape the systems we use to deliver it. You'll play an essential role in evolving our product, company, and culture.
We expect you to bring passion and enthusiasm to every interaction with our customers and team.
Qualifications:
1-2 years of customer support experience for tech products (required)
Enthusiastic passion for helping customers
Strong communication skills
Highly organized and thorough
Passion for our product (which you can download here)
Day to day:
Handle inbound support tickets via Intercom and monitor support team KPIs
Assist with building our internal support admin tool, support knowledge base, and documentation
Work cross-functionally with engineering to address bug/issues, with product on new feature development, and with growth on running user interviews
Collaborate with a small team of customer support specialists
This job is open to anyone, anywhere in the U.S., but we'll need you to work an EST schedule.
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Our company runs an online music live-streaming platform with over 15M users. We are trying to find people to lead video on-boarding sessions for new artists and content creators. Specifically, we have artists sign up for various time slots, and then they join a video call where the host (you) will walk them through how to post their first piece of content on our platform.
This is a long-term position, and we’re looking for people that have great communication skills, are reliable, and have a positive working attitude. During the session you will need to be an expert on how to use our platform, answer questions for the new artists, and use good judgement for who can stream on our platform. Afterwards, you’ll need to provide feedback to the artist and our team about the experience, track how many showed up, how many were able to successfully go live, and report on problems preventing artists from streaming.
Requirements
-- Good ear and passion for music
-- Responsible and punctual
-- Good communicator and writer in English
-- Internet, video, tech savvy
-- Positive working attitude
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SimpleTexting
We’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. This is an entry-level position, but prior experience working with customers is a must. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.
About Us
SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.
Responsibilities
You’re a superhero, but with a computer instead of a cape. You’ll clarify the customer complaints, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
Respond to email tickets, online chat or phone calls to help SimpleTexting customers with their issues
Participate in writing excellent help documentation—both for internal use and for our customers
Log tickets with the development team and escalate appropriately based on the impact of the issue
Become a SimpleTexting power user—before you can support others, you must know the product yourself
This Role Is For You If
You love to talk, actively listen, and build relationships
Multiple chats and calls happening at once doesn’t make you sweat
You thrive in fast-paced environments
You’re as comfortable hopping on the phone as you are writing super clear emails
Investigating issues when you don’t have enough info to resolve them is your idea of fun
Going above and beyond for customers gives you a warm and fuzzy feeling
You have no shame geeking out about business and technology
Required Qualifications
English is your primary language. Secondary languages are a plus.
At least 1 year of experience working with customers
You can translate technical ideas for non-technical audiences
Demonstrable critical thinking, communication, and creative problem-solving skills
Ability to learn new software platforms quickly
Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
Highly organized. You can manage and prioritize several different projects.
Familiarity chat and CRM platforms
Bonus points:
Bachelor’s degree, preferably in a related field of study
2+ years in customer support role
Location
Remote
You’re welcome to join us at the office if you’re in Miami!
Compensation and Benefits
Above market compensation commensurate with your proven abilities
Unlimited flexible time off policy
Remote
How to Apply
Follow this link to apply: http://bit.ly/2TYNp1R
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Wave (US or Canada)
Our Mission
In 2017, immigrants worldwide sent over $600 billion home to family and friends, dwarfing foreign governmental aid. In the age of cheap, quick transfers through services like Paypal and Venmo, these people are trekking to stores to pay fees averaging over 7% for transfers that typically take 24 hours or more.
Sendwave's mission is to change that by making sending money anywhere in the world as easy and affordable as sending a text. Since 2014, our app has allowed users in North America and Europe to send money instantly to mobile money wallets in Kenya, Uganda, Tanzania, Ghana, Nigeria (and soon Bangladesh and Senegal) saving our users over 70% relative to Western Union and MoneyGram.
We're looking to rapidly expand throughout the globe in the next year. That's where you come in...
How you'll help us achieve it
Delighting our users is a core value at Sendwave. We are looking for a User Protection Support Representative who will provide our new users from the Senegalese diaspora (as well as our other diaspora communities) with a seamless experience as they begin to use Sendwave. User Protection Support Representative responsibilities include helping our users submit identification documents to fulfill compliance and regulatory requirements, ensuring users are sending funds to legitimate counter-parties, and helping users to complete their first transactions. If you’re familiar with providing stellar customer service and have a passion for preventing fraud, we’d like to consider you! Ultimately, you will make sure our users feel their information is secure and that they made the right choice in using Sendwave for their remittance needs!
In this position you'll:
Learn Sendwave processes and culture to ensure that you can provide every user the stellar experience they deserve.
Assist new users via inbound calls, outbound calls, texts and emails with various issues related to the onboarding process in both English and French.
Complete the verification process for all new users, determining if they will be allowed to transact with Sendwave.
Complete the verification process for users requesting to raise limits.
Use our anti-fraud tools and verification systems to keep fraudsters off our platform.
Participate in trainings & team meetings.
Skills you'll need to be successful:
Ability to make high-quality decisions quickly, while being comfortable with sometimes making the wrong call.
Enthusiastic about speaking with users (and fraudsters) to conduct verifications and ensure that legitimate users have a positive experience.
Excellent written & verbal communication skills. Specifically, ability to balance being firm and decisive in the event you are speaking to a fraudster with being empathetic when speaking to legitimate users and borderline cases.
Natural curiosity. A desire to keep after a problem until you understand what is going on.
Ability to track fraudster patterns as they morph.
Fluency in both French and English is required.
Requirements:
Ability to commit to a full time schedule (40 hrs per week)
Ability to work at least one weekend shift per week (Saturday or Sunday) every week.
Ability to work assigned shift, as we are open 24 hours per day/7 days per week.
2+ years of customer service experience, some call center experience required.
Must be able to work one of the following shifts (we are hiring 1 representative for each):
8am to 4pm EST Sunday - Thursday
8am to 4pm EST Tuesday - Saturday
Location
Our company, including our support team, is 100% remote. You must live and be authorized to work in the United States or Canada. Candidates authorized to work exclusively outside of the United States or Canada will not be considered.
Salary and Benefits
$20 USD/hour (or equivalent in another currency)
Benefits package
Equipment provided (laptop & headset).
Position is remote, and can be executed from any quiet location with reliable, fast internet.
Our team
We are a distributed group of engineers and operations headquarter members and over fifty customer support representatives, spread across three continents who are deeply passionate about our mission.
We collectively speak over twenty languages, including Swahili, Dutch, Luganda, Somali, Amharic, Mandarin, Wolof, Fante, Ewe and Arabic.
Sendwave is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
How to apply
Submit your resume / CV and cover letter using the links provided. In your cover letter, please answer the following questions:
Why are you looking to leave your old role (if applicable)?
What are you looking for in a role now?
Why Sendwave?
Answer required questions below
Applications will be accepted on a rolling basis until we fill all positions
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Spoke
The shift to on-demand expectations is the biggest change in the workplace in decades. Employees want immediate, convenient, and personalized access to the knowledge and services they need to get their job done.
Unlike traditional employee support tools, askSpoke was built specifically to power the on-demand workplace. askSpoke’s innovative design and AI gives employees what they need, where they need it, and when they need it, resulting in happier, more productive workplaces. And IT, HR and CS leaders get time back to work on the things that matter, and credit for the effort they’re putting into bringing their companies into the on-demand future.
We’re a Series B startup backed by Accel and Greylock, and have raised $28M in funding. Our HQ is located in South Park, San Francisco, and we have colleagues in New York, Nashville, Los Angeles, and other locations!
As a Customer Success Manager, you will work with our new and existing clients from implementation to growth. You will be directly responsible for making our customers successful by acting as their internal advocate, consulting them on best practices, and continuously thinking of ways askSpoke can help make their lives easier.
Through working with our customers, you will uncover and understand their goals, business objectives, and be responsible for creating a clear path for them to be successful. Wearing numerous hats daily, you will have a mix of proactive and reactive work.
Responsibilities
Engage with our On Demand Workforce Leaders to grow and deepen the usage of askSpoke, ultimately providing a blue print for success.
Delight and engage our customers, building strong relationships and ultimately a community of advocates.
Drive product adoption and ongoing usage of askSpoke, while delivering delightful moments.
Become an expert on askSpoke and a thought leader in the IT and HR space by keeping up with industry trends.
Communicate insights and advocate for customer needs within askSpoke to help drive the evolution of the product and of Customer Success processes.
You’re a great fit if you…
You are a "get it done" individual, that enjoys over communicating with a super collaborative team
You drive to understand our customer's business goals, anticipate future needs and identify solutions
You have aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
You’re resourceful - you might not have all the answers, but you know how to find them
Requirements
BA/BComm with 3+ years of direct Customer Success experience.
Outstanding written and oral communication. You can take technical concepts and explain them in human terms.
You are constantly curious about all the intricacies of new cutting edge software or features. When a new feature launches, you are the first to poke around.
You have experience expanding and renewing customers and have stories to tell.
A curious, analytical nature. You use metrics to measure the effectiveness of your efforts. You’re excited to figure out what’s working and what’s not, across all Customer Success initiatives.
A collaborative, can-do attitude. You thrive as both a self-sufficient, self-directed leader and as a team member.
Benefits for Full-time Role
Competitive salary and meaningful equity in a fast-growing start-up.
Catered lunches every day (dinner is with family!). Fully stocked kitchen with snacks and drinks.
Comprehensive health, vision and dental insurance for you and your dependents.
Gym membership of your choosing.
Flexible vacation policy and paid parental leaves.
Commuting benefits include transport allowance or parking in SF.
If there’s something important to you that’s missing, we'll add it!
We're building a talented but humble team where everyone has the opportunity to have immediate impact. In addition to improving how companies of all sizes handle their everyday work, you will also help form the cultural foundation of the askSpoke team. If this sounds like your kind of challenge, we want to hear from you!
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Thinkific (Eastern Canada)
*This role is for someone in Eastern Canada who wants to join our new remote Support Team. You’ll start between 5am-6am Pacific Time to support the Eastern Time Zone (ET). Please only apply if you are located in Eastern Canada.**
Are you energized by helping others succeed? Love sharing and helping explain a great product? Excited to join a fast-paced, growing tech company? You know that the success of any company is tied to the customer experience—and that’s where you come in.
As a Customer Support Specialist, you’ll be helping and supporting customers to grow their business through education. Being the first point of contact on email and phone, you'll be answering questions, giving advice, solving problems using your technical know-how and helping our customers build successful online businesses. You’ll learn our platform inside and out, with opportunities to work cross-collaboratively with other teams and have dedicated time for you to learn, grow and explore professional development opportunities. At Thinkific you’ll be part of a collaborative, passionate and insanely helpful team that provides the best support in the industry!
In this role, you will:
Spend the day working through our support ticket queue in Zendesk and ensure customer problems are resolved as quickly as possible
Investigate technical issues reported by running diagnostic tests, researching technical nuances, and cross-referencing with JIRA updates, then conveying your findings and any available solutions to customers based on their specific needs
Identify, reproduce and document bugs for the Technical Tier II team
Help identify areas of improvement, or spot trends based on customer feedback to flag for the rest of the internal teams
Answer the support phone line for a full day once per week (but don’t hesitate to jump on additional calls with customers who need an extra helping hand)
Work closely with our product team, including the QA of new features so you can effectively communicate each feature use-case to customers
Jump on weekend support once a month, getting a day off in lieu of the preceding or the following week!
Support customers at different stages of the customer journey from jumping on calls with prospects to discuss their needs, to helping customers launch their courses, to coaching customers close to churning
Have an opportunity to take on side projects based on your areas of interest such as writing help articles to help grow our Knowledge Base, helping grow our Facebook group or hosting webinars to our customer base.
To be successful in this role, you must:
Have at least 2+ years in an online customer-facing role (ideally in SaaS)
Love helping people— you go above and beyond to show you’re fanatical about customer success!
Have stellar communication skills both verbal and written so you can explain technical problems succinctly, and then clearly articulate solutions to customers.
Be an independent problem solver. You do not give up when you don’t know the answer immediately and while you rarely run into a roadblock you can't creatively get around, you're humble enough to ask for help whenever you need it
Be technically savvy and constantly stay up to date by learning the ins and outs of our platform, and any partner apps, quickly
Have experience troubleshooting software-related issues across common browsers
Be a team player and believe teamwork makes the dream work!
Love talking on the phone—it’s your bread and butter!
Have a great attitude and a willingness to overcome any challenge that comes your way
Perform well under pressure and understand the importance of work-life balance
Have a strong work ethic and don’t believe in the traditional 9 to 5. You are resilient and flexible as customer needs evolve and ticket volume changes
You might be the person we’re looking for if you:
Know the importance of listening, building trust and confidence with customers
Have a flair for translating product features into tangible benefits for customers
Are passionate about online education, digital marketing, and small business (or all of the above!)
Are great at handling difficult customers from the disgruntled to those who aren’t technically savvy
Have experience supporting customers via email, phone, live chat, and video calls
Are goal-oriented and driven by performance metrics
Have experience using customer service software like Zendesk (or a similar tool)
Bonus points if you:
Have experience with sales or account management
Understand the basics of HTML/CSS (but any coding skills are valuable)
Read API documentation
Have experience with domain hosting and setting up custom domains
Have experience using Asana, Slack, Google Drive and/or TextExpander
About us:
We’re about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses.
Our mission is no less than to revolutionize the way people learn and earn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. We believe in meaningful, innovative work: we're building and expanding an incredible product that empowers course creators around the globe while working collaboratively to learn and succeed together. Together, we’ve served over 40,000 course creators and more than 10 million students, and these numbers are growing each day!
Why we think you’ll like working with us:
Be part of a team of incredibly talented, passionate, and driven people focused on building and innovating on a best-in-class learning platform
Make an impact with your work—each person has an equal opportunity to contribute to our goals and every day, we get to see how Thinkific is empowering both course creators and their students
Join one of the fastest-growing companies in Vancouver and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!
We are lucky to have team members working remotely with us for over a year, so you’ll walk into an established system where you’re supported to be productive and successful
We make sure you always feel included and have opportunities to build meaningful relationships with your team, whether that’s trips to Vancouver to solidify those connections, meet and greet with new team members by video, taking a remote-first approach to meetings or ensuring you have lunch provided for our team-wide events!
Contribute to Thinkific’s award-winning culture—we’re one of Canada’s Most Admired Corporate Cultures and a certified Great Place to Work!
We offer competitive salaries, a comprehensive benefits package including health, dental, and vision coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family
Get additional health and wellness support through a lifestyle or health spending account to put your dollars where you need it most
Enjoy our open vacation policy and flexible work environment, because we know the importance of having a great work-life balance
Learn and Grow is one of our values and we take it seriously, providing opportunities through lunch and learns, training, workshops, mentorship, and our $1500 education allowance
Grow your career AND your family at Thinkific—you’ll be taken care of with our parental leave top-ups as you add to your family
Work with the hardware you’re most comfortable with, and upgrade or replace your system when you need to with our technology bonus
Help you get the equipment you need to set-up a home office where you can do your best work
Be confident bringing your whole self to work—we’re proud to be an inclusive company with a diverse team and values grounded in ethics and equality
Thinkific welcomes all applicants regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious beliefs or disbeliefs, or status. We believe that different perspectives and backgrounds are what make a company flourish and we welcome you!
This is an incredible role for the right candidate. We can’t wait to meet you!
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Silktide (UK)
Silktide makes software that helps companies test and improve their websites. We work with household brands around the world, such as eBay, Orange and HSBC to name a few.
As a Customer Success Manager, you’ll focus on driving retention and growth within our existing client base. You’ll report into the Head of Customer Success and work closely with Sales, Operations and Product Managers to provide a consistent, first class experience for clients using Silktide.
Our focus is making it easy for customers to launch with Silktide and ensuring they are set up to successfully grow their use of the service throughout the lifecycle of their relationship. This is more than simply taking our customers through a business review, it’s about ensuring the customer is delighted from day one, that they’re optimizing their use of the service, and that they’re positioned to continue to grow their use over time.
As part of the role, you will also be responsible for instilling best practices for customer support and will provide guidance and training to customers in order to help them maximize their usage with our core products.
Managing accounts within an exciting growth environment
Effectively tailor your communication style to different audiences
Ensure revenue growth from existing customers through high customer satisfaction
Achieve and maintain high NPS
Help customers get the most out of the product
Work to deeply understand customer roles, and their challenges
Hold account meetings with existing customers (travel required)
Ensure customers are kept up to date with product improvements and new features
Onboarding and training new enterprise clients
Feedback to product on areas for improvement
You should be prepared to reach out to customers, take care of them and target problems even before they happen. It is about understanding the customers’ business requirements and looking at our solution from their point of view in order to increase the recurring revenue whilst reducing churn.
If you have previous web specific, digital agency, sales and/or account management experience, then this would be advantageous especially if this is within a SaaS environment. Your success will be measured by the success of our customer satisfaction, as well as the additional revenue generated by our customers as a result. You will be able to manage your own time, have confidence and be commercially minded. If you need something to work better, you’ll be encouraged to implement it.
This is an exciting time to join Silktide, we are growing fast and expanding internationally, so there are plenty of travel opportunities. Our office is based in Derby, with excellent transport links and remote working is an option. We offer awesome perks, flexible working conditions, a fantastic salary and the opportunity to succeed, and we think you’ll be hard pushed to find anything like this anywhere else!
We cannot sponsor visas at this time.
No agencies outside our PSL please.
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Snowplow Analytics (UTC +7 to UTC+12)
Our Snowplow Insights offering has grown significantly over the last year, and we now orchestrate and monitor the Snowplow event pipeline for nearly 200 customers, many of them processing billions of events per month. The support that we provide to our customers is a core part of the Snowplow Insights offering, and we strive to provide the best technical support of any analytics vendor.
We have implemented a full “follow the sun” support model at Snowplow, with our six Support Engineers working in six well-distributed time zones (East & West Coast US, Canada, Spain, Portugal, Russia). We are now looking to hire an additional Support Engineer in the UTC +7 to UTC +12 time zone range.
This is a Support Engineering role - not a Support Agent role. We are looking for candidates who can learn, troubleshoot and explain the many complex technical systems that make up the Snowplow offering. We expect you to have an analytical mind, a high level of customer empathy and an enthusiasm for improving processes and systems. Depending on where your passions lie, there is a path from Support Engineering at Snowplow into Customer Success, Implementation Services, Tech Ops or Engineering.
Responsibilities for our Support Engineer will include
- Handling customer tickets in Zendesk, resolving if possible or escalating further to our Customer Success, Implementation Services, Tech Ops, Engineering or Product teams.
- Handling Snowplow pipeline incidents in OpsGenie, communicating the failure to our customers and either resolving if possible, or working with the customer and/or Snowplow teams to resolve.
- Providing help to the open-source Snowplow community in our Discourse forums.
- Working with customers on regular support tasks including: upgrading their Snowplow pipelines; sharing security best practices; enabling new Snowplow features for their account.
- Creating playbooks, documentation and software to reduce your support workload even as we add more customers.
- Collaborating with Snowplow teams on bug fixes and new features for both our open source projects and our proprietary orchestration and monitoring technology.
- Constant awareness of open and ongoing issues and actively checking and updating open tickets.
Excellent customer support is at the core of Snowplow’s commercial offering. You will join the support rotation, and take on an agreed number of evening and weekend support hours (compensated both in money and time). While the ongoing Snowplow Insights support commitment is the first priority, our Support Engineers will regularly take full days to work on projects that are strategic for the Support team or wider company.
The environment you’ll be working in
Our company values are Transparency, Honesty, Ownership, Inclusivity, Empowerment, Customer-centricity, Growth and Technical Excellence. These aren’t just words we plucked out of thin air, we came up with them together as a company and are continually looking to find new ways to weave these into our day to day operations. From flexible hours and working locations to the way we give feedback, we’re passionate about building a company that supports both company and individual development.
We’d love to get to know you if:
Data or programming is your thing! This role would be a great fit for somebody who has completed an analytically rigorous degree or programming bootcamp, or has experience in programming, QA or other automation.
You enjoy helping people. You communicate with clarity and empathy.
New programming language? You’re on it! You have a broad technical curiosity and proven technical understanding.
Broader business challenges interest you. Snowplow customers are highly technology- and data-literate, and expect Snowplow Insights support to be responsive, well-informed and always mindful of their business goals.
I have an idea! You have a passion for problem solving.
Can we automate? Yes, we can. You will be constantly working with customers and internal Snowplow teams to solve Snowplow Insights problems in as effective, time-efficient and repeatable way as possible - you must love troubleshooting.
Process makes perfect. You have a mature attitude to security, documentation and process.
Reliability is key. Snowplow Insights customers trust us with their event pipelines and AWS and GCP accounts - this is a huge responsibility and informs everything we do.
What you’ll get in return
A competitive package, including share options
25 days of holiday a year (plus bank holidays)
MacBook or Dell XPS 13/15
Freedom to work wherever suits you best
Two fantastic company Away Weeks in a different European city each year (the last one was in Bratislava in November!)
Work alongside a supportive and talented team with the opportunity to work on cutting edge technology and challenging problems
Grow and develop in a fast-moving, collaborative organisation
Convenient location in central London (Shoreditch)
Continuous supply of Pact coffee and healthy snacks in the office when you’re here!
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Later (North America)
The Customer Engagement Manager role is the first of its kind at Later. You will be joining an experienced team that to date has been serving all customer types, but you bring strong leadership skills and expert knowledge in serving high value customers that require more hands-on guidance. Your goal is to proactively engage with our high value customers to understand their goals with using Later, onboard them with a strategic hands-on approach, ensure they are getting continued value from the product to optimize expansion and upselling opportunities.
Later’s customer base has been growing rapidly, and to optimize customer retention we need someone who can ensure this segment of our customers reach their long term goals. You will work within the Customer Success team, alongside our Education and Onboarding teams to develop high touch strategies across the entire customer journey.
Responsibilities
Onboard Later’s high value customers with a combination of 1-to-1 and 1-to-many touchpoints
Identify opportunities and implement strategies for retention, renewals, and expansion
Provide proactive touchpoints with Later’s VIP companies such as Nike, NBC, Spotify, Patagonia, and more
Be the first point of contact for inbound inquiries and responses to 1-many onboarding campaigns
Conduct webinars and run product demos guiding customers on how to use Later to accomplish their goals and desired outcomes, as well as drive usage of key features that contribute to activation and retention
Develop training materials such as slides, scripts, and recorded demos to help customers achieve their outcomes at different stages of their journey
Proactive outreach to customers that may need help
Collect product and cancellation feedback
Work cross functionally with Product and Marketing teams to represent the voice of Later’s high value customers
Collaborate with Customer Education and Customer Onboarding within the Success team to ensure strategic alignment
Approach all strategy and tactics with a data driven approach - creating hypotheses and assumptions, validated with data insights
Skills and Qualifications
3+ years in a Customer Success/Account Management role preferably in a B2B SaaS environment
Experience planning low touch and high touch customer onboarding strategies
Strong sense of analytics and how to measure results, obsessed with making optimizations to take your work to the next level
Ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps
Strong command of the English language, both written and verbal
You are a creative thinker who is comfortable working both independently and in a team environment. You embrace feedback, and have a constant desire to learn and improve.
Knowledge of the Social Media Market (bonus for experience working with/in Social Media Agencies)
Bonus: you’ve used Marketing Automation and Customer Success tools such as Intercom, Zendesk, Amplitude, Asana, etc.
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Gimkit
Hey there! We're looking for a Customer Support Representative to join our team in providing amazing customer support to educators around the world. Gimkit currently is just three people — you'll increase the size of our team by 33%!
**About the Job**
Once fully up to speed, you’ll be the one responsible for providing outstanding customer service and support, primarily over email. You’ll help answer questions on Twitter, create and edit help documentation, and perhaps host some classes. You’ll also have opportunities to carve out your own passion projects related to supporting educators and students.
While we're helping you get on board, you’ll be expected to be proactive in your process and learn quickly.
Written communication is a huge part of this role - you’ll write about 100 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!
There are three main parts of this job. The largest is responding to customers and supporting them in finding the information and solutions they need. The second is creating content to help customers before they reach out. The final part is communicating to us. You'll be the one communicating with customers every day and you'll be their advocate on the product development side.
About You
You're a great writer and love helping educators. You enjoy making complicated situations simple and delightful. As a result, you're a great problem-solver who can process and resolve issues quickly. You're a stellar communicator, even when you have to communicate less-than-stellar news.
You're as compassionate and empathetic as they come - you have a drive to constantly help others.
Deep technical knowledge of computer programming is not required, but you have a solid understanding of common issues with web-based software and how to get information to help us solve them.
You feel comfortable speaking up about your values. We make change from fresh perspectives and appreciate new viewpoints. Your voice matters to us.
You love supporting people. This isn’t a springboard into another area at Gimkit. You want to handle Gimkit's support for a while, and you’re excited to contribute to making Gimkit the best product for our customers.
We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Gimkit is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career while being yourself.
Pay + Benefits
We believe in fair, living wages no matter where you live. To do this, we pay 30% more than the average person makes in your city with the same role and experience.
However, tech salaries have gone up much quicker than customer support salaries. If you live in San Francisco and got paid 30% better than the average Customer Support Representative, you would get paid $53,000 a year. That's not a fair, living wage. So, we've decided to pay whichever is higher: $65,000 a year or 30% more than the average person makes in your city with the same role and experience.
We don't do bonuses at Gimkit. Instead, we share Gimkit's profits across all employees. Typically, each employee takes home thousands extra every year.
Our benefits are all aimed at supporting a life well lived away from work. None are designed to try to make you work longer hours or force you into staying around for a job you don't like.
- 💗 Health, dental, and vision insurance: 100% premiums for you and 50% premiums for your dependents
- 🌴 Flexible time-off policy with a 10 day a year minimum
- 🤗 $1,000 a year charitable donation match
- ❄️ 2 week paid winter break at the end of each year
- 📘 5 paid days per year to volunteer in Education
- 👵 401k match up to 6% of salary
- 🏃 $100 a month health stipend (gym membership, massage, meditation app subscription)
- 💸 Profit-sharing
- 👶 3 months paid maternity and paternity leave
- 🛎️ $350 a month working budget (for co-working space, coffee shop, home office improvement)
- ✈️ Work remotely. At home, co-working space, or coffee shop, it's up to you. Your salary will adapt to fit the cost of living wherever you live
- 😔 And while this shouldn't need to be mentioned under benefits, we think it's worthwhile to bring up work-week hours. Only about 12% of startup employees work 40 hours a week or less ([https://stateofstartups2019.firstround.com/](https://stateofstartups2019.firstround.com/)). We're part of that 12%. We're not interested in crazy hours.
Finally, we think it's important to mention we're not VC funded. We're completely bootstrapped. We're running a profitable, sustainable business where we can afford to pay well and offer great benefits while making something people love.
If you want to join us in making our customers happy, please apply!
How to Apply
Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. There’s no prize for being the first to submit! Stock cover letters won’t do. Tell us why you want this job. Tell us about:
- Why you want to work in customer support.
- A description of a great customer service/support experience you had recently, and what made it great.
- A time you taught yourself a new skill to complete a job or project.
Then, pick three of the customer questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):
- How do you create a Class?
- Why does Gimkit cost money?
- Does Gimkit have the ability to export a report to a CSV file?
- My students told me they completed an Assignment, but it's not showing up on my end.
- How do I cancel my subscription?
Email your application and/or questions to us at [email protected] We’re accepting applications for this position until March 15th.
We’ll let you know that we’ve received your application. After that, you probably shouldn't expect to hear back from us until after the application deadline has passed. We want to give everyone a fair chance to apply and be evaluated.
We’re seeking fluent English speakers/writers to work with us to answer customer inquiries via email during regular business hours Monday through Friday.
We’re a remote company, so your location isn’t as important as your fit for the role. That said, we do prefer that your daytime hours coincide with your working hours so as to avoid night shift burnout. Remember to tell us where you’re located!
We look forward to hearing from you!
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10%happier (US only)
About Us:
Our mission is to help people become happier, healthier, and more resilient in the face of life’s challenges. The science suggests these are skills -- ones that meditation makes us better at.
At its core, meditation is a simple, secular, scientifically validated exercise for your mind. Like running in the 70’s, or yoga in the 90’s, meditation is now poised to become the next big public health revolution. Join the team that’s accelerating this revolution. Ten Percent Happier touches millions of lives with award winning apps, books and a podcast, is backed by extraordinary investors, co-founded by #1 New York Times Bestselling author Dan Harris of ABC News, and guided by the world’s most respected meditation teachers & scientists.
The Role:
As a full-time, remote senior customer support representative, you will have the chance to deliver exceptional support to Ten Percent Happier customers, creating another positive touchpoint with the Ten Percent Happier brand. You’ll work closely with the Support Manager and other team members to ensure the Support team is providing effective and timely responses to customer requests and enabling our users to successfully navigate through their Ten Percent Happier experience. As part of a close-knit team in a fast-paced and fun startup, you’ll play a key role in keeping our current customers happy and meeting the demands of potential and future customers as we move into our next phase of growth. In this role you’ll help shape our company’s best in class culture of support, marrying technical and problem-solving expertise with skillful diplomacy and genuine care for our customers. If you want to master your craft and work with one of the best teams on the planet, while improving the lives of countless people around the world, this might just be your dream job.
Responsibilities include:
Provide front-line customer support for our community via email and other channels.
Handle customer requests and questions with a thoughtful, friendly and empathetic tone.
Communicate clearly in writing to people with a wide range of technical understanding.
Maintain comprehensive knowledge of Ten Percent Happier products, especially the Ten Percent Happier mobile app, to support customers in navigating our products and to identify and escalate bugs, issues and user pain points appropriately.
Master a wide variety of technical issues and software interfaces to quickly diagnose and resolve a range of customer support needs.
Work collaboratively with the larger Support team, as well as the other teams at the company, to plan for and execute on key company initiatives.
Help create and maintain internal and customer-facing documentation.
Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
Above all, be able to represent Ten Percent Happier to our customers through unflappable diplomacy and empathetic communication.
Ideal Experience & Characteristics:
2-5 years of previous professional experience in a customer service/support environment that involved technical knowledge, well-crafted written communication, and close collaboration with a team.
Passionate about creating an amazing customer experience.
A sense of urgency and a satisfaction from going above and beyond to provide solutions.
Technically savvy and can pick up new technology very quickly and confidently.
Strong comfort level and familiarity with both Desktop platforms and mobile devices.
Prior experience with Help Scout or equivalent customer support ticketing platform ideal.
Incredibly organized and detail-oriented, with exceptional critical-thinking and troubleshooting skills.
Great writer with a clear, thoughtful and friendly writing style.
Self-motivated and accountable, while thriving in a collaborative team.
Excellent under pressure and can adapt quickly in a fast-moving startup environment.
Excited about making meditation and contemplative wisdom widely accessible.
BA/BS degree preferred. Advanced degrees welcome. Substitutions by experience considered.
Benefits:
Be a key member of a small team in a very collaborative environment.
Become a part of a rapidly growing company that is changing millions of lives.
Work remotely from a home office or co-working space, while being fully integrated into a remote-friendly company.
Get a competitive compensation package with equity and benefits.
Join a culture that values clear and kind communication, a dedication to crafting incredible products and content, and will engage your intellect and curiosity on a daily basis. We’re passionate about reasonable work hours, flexibility in getting work done, and respecting and valuing the whole life you live.
Be welcomed into a diverse and inclusive workplace where we learn from each other’s experiences, abilities and perspectives. We are an equal opportunity employer.
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Streamlabs (US hours)
The Role:
The Customer Support Specialist is responsible for ensuring a seamless streaming experience for Streamlabs users.
Your Contribution:
Respond to customer support inquiries for payments and account related issues (refunds, chargebacks, payment methods, subscriptions etc)
Key KPIs: customer satisfaction, time to first response, ticket response volume
Key Qualifications:
For consideration, you must bring the following minimum skills and behaviors to our team:
Minimum 1 year employment experience in a customer facing role
Demonstrated communication skills
Empathy for our users and desire to learn
Self-starter with a positive attitude
Must be willing to work nights and weekends (US time) and be flexible on scheduling
In addition, preferable skills and behaviors include:
be a gamer or streamer
2+ years customer service experience
Education:
High school diploma
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Kuali (US only)
The Customer Success Engineer is responsible for providing expert technical support and guidance to customers during implementation and throughout the customer lifecycle ensuring success.
Customer Success Engineers are expected to be fluent in the technology and tools used by the Kuali Research product team - Node.js, Java, React, Web Services (REST and SOAP) - and have a love for process improvements and automation.
ABOUT THE COMPANY
Kuali builds higher ed solutions in a competitive space where users are just waiting to be delighted.
Why join us? Our work matters — we’re helping our customers improve the quality of higher education by decreasing administrative costs. We compete in a competitive space where users are saddled with outdated, inefficient, legacy ERPs and eager to be delighted. We’re generating revenue and growing quickly with nearly 170 customers and 100 employees. Kuali is committed to open source software development. You’ll have a significant impact on what we do and how we do it because we are an empowered group of entrepreneurs. Plus, you’ll get to work with some truly amazing people at a fast-growing, design-centric EdTech startup.
Responsibilities:
- Advise and train customers on technical implementation/onboarding tasks
- Partner with customers to design system integrations and advise on API usage.
- Partner with customers on migration of legacy data, both strategy and execution.
- Work hand-in-hand with Kuali Customer Success Managers during implementation.
- Assist with diagnosis and resolution of technical issues reported by customers.
Requirements
Technology
Kuali Research is comprised of multiple modules, primarily written in Java and Javascript. Kuali uses AWS for hosting. Experience with the following tools and technologies are required:
- Enterprise Java and Full-Stack Javascript
- Databases: MySQL, MongoDb, Oracle (desirable)
- Infrastructure and AWS Services (multiple, not all): Docker, RDS, EC2/Elastic Beanstalk, Lambda, S3, IAM
- Web Services: REST, SOAP, and/or WebHooks
Interpersonal
- Strong writing skills - ability to concisely convey complex technical requirements and concepts to business users
- Strong oral communication skills, both individual and public speaking
- Ability to establish trust-based relationships with executives, faculty, and staff members of customer organizations
- Proactive and sensitive to customer needs.
- The ability to multi-task effectively in a fast-paced environment.
Experience
- Experience developing integrations with enterprise systems.
- Experience executing complex data migrations from varied source systems
Other requirements
- You’ll have the opportunity to travel. The travel requirement could be 35%.
- We are a remote division of the company. You’d be expected to have a suitable home working environment or alternative.
Benefits
- Autonomy
- 401k matching (up to 4% of your salary)
- Full health premiums paid by company for you and dependents
- Take the time off that you need (we don’t track sick or vacation time)
- Paid holidays
- Annual tech hardware budget to buy whatever you want to do your job
- Annual conference and training budget to learn what you want to learn
- Fully remote environment
What can I expect next?
We will reach out to you if we are interested in a phone screen. After an initial phone call, you will be asked to do a coding challenge (roughly 2 hours). After the coding challenge, you will do a series of Zoom conference interviews with several members of the team
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GitLab (US only)
This position is remote, based in the United States.
As a Support Operations Specialist, you will be responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. You will be able to juggle a diverse workload that includes everything from managing user provisioning to troubleshooting custom applications in support of a global organization. As we rely on our systems to support and scale the organization, you will be the backbone and the foundation to our success!
Responsibilities- Develop a flexible process and tool execution strategy to support the growth and scalability objectives of GitLab Support and company wide initiatives.
- Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
- Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
- Support and maintain several business critical SaaS systems (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Zendesk Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
- Develop and maintain system failover processes for customer facing Zendesk apps.
- Provide support and troubleshooting for our Support systems, including App integration, tagging, macros, automations, etc. when necessary.
- Maintain and demonstrate 100% compliance with all written security policies and change management controls and assist with quarterly audits of user access to key systems.
- Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.
- Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.
Required Skills/Experience- 1-3 years experience in SaaS support with proven ability to support diverse customers needs with skill and humor
- Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
- Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
- Proven ability to solve practical business problems
- Understanding of business processes and ability to translate business requirements into application functionality
- Zendesk enthusiast who thrives on working in a fast-paced and changing environment
- Strong team player with service-oriented attitude and customer focus
- Excellent written and verbal communication
- BA/BS Degree or equivalent work experience
- An eye for detail and out-of-the-box thinking
- You share our values, and work in accordance with those values
- Successful completion of a background check
Desired Skills- Demonstrated understanding of technical software support processes and concepts
- Experience in CRM or a related industry
- Familiarity with change management processes and risk control compliance
- Experience working on the Zendesk platform as an agent or developer
- Experience with enterprise integration tools
CompensationTo view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.
Additional details about our process can be found on our hiring page.
Remote-Global -
Breeze Church Management (US only)
Who is Breeze?
We are a cloud-based software company making church software simple. We strive, with everything we do, to be the world’s easiest web-based church management software for small and mid-sized churches. Breeze is used by 6,000+ churches to organize people, track giving, manage events and more.
Our owner and founder resides in Grand Rapids, MI with a team of 34 servant-minded, Breeze enthusiasts working alongside him from 16+ states throughout the U.S. Breeze Story
Breeze’s Core Values
We try to embody these core values with every customer and peer interaction we have.
Hustle | Your drive and tenacity to get things done is unstoppable. You struggle sleeping when projects are half-finished. You can’t focus on anything else when you haven’t completed a task. You’ll do whatever it takes to cross the finish line.
Resourceful | When you don’t know an answer, you know how to find it. When there’s not a solution, you make a solution. You have the creativity it takes to find a way to get the job done.
Social Savant | You’re great with people. You can empathize and connect with them on a relational level. Your emotional intelligence is spot on, allowing you to know exactly when to open your mouth and when to close it and simply open your ears.
Servant-Minded | Your focus is on making others successful. You're not worried about who gets the credit. You're humble and able to admit and take responsibility when you drop the ball, learning from the experience to improve next time.
Breeze’s Guiding Principles
These principles guide every business decision, structure change, and policy implementation…
Global domination with the goal of serving every small to mid-sized church on the planet
Be a place that people love to work
Longevity as the stable and guiding approach to strategy and long-term decision making
Day-to-Day Work Life
Your daily work is focused on creating an outspoken fan club for Breeze!
You will consult with customers, drawing on your experience, to help them determine if Breeze is the right fit for their church. Answering anything from pricing questions to providing sales demo presentations.
You will help Breeze customers learn and navigate the functionality of the software features.
You will spend at least 80% of your scheduled shift on the phone, screen sharing or answering customer email.
You will flip between multiple resources (apps, documentation, peers, testing, etc) to help customers find solutions to their end goals.
You will test the software to determine the source of customer issues. Identifying training needs, feature enhancement suggestions or software bugs.
You will make "how-to" video directions for customers.
You will interact with an extremely social set of co-workers via slack - collaboration is strong around here and the pace is fast!
You will receive and provide weekly feedback during a 1:1 meeting with your team lead.
Keys to Success
You are confident and highly relational.
Relationship building is important to you and comes naturally to you.
You are self-directed and committed to your job, answering calls and emails not just to get the job done but to truly help the church staff accomplish their goals.
You have great writing skills with the ability to deliver directions in a concise manner.
You are aware of how your performance affects the team and you pull your weight.
You are solid technically, not just in one software package but in all areas of internet technology, spreadsheets, database management, email, text, graphics, file types, file sharing, etc.
Ideal Team Member
Personal Traits
We want to work with good people as much as you want to work with good people. You must embody the core values (listed above). Servant-minded, hustle, resourceful and social savant.
With your hustle, you will stop at nothing to help co-works and customers get to their job done.
As a social savant, you embrace the fun and the difficult as if everyone is your friend.
Your servant-minded attitude is always looking at situations from other perspectives. You are willing to accept differences and feedback with the goal of growing as a team.
You have natural resourcefulness to you that makes you willing to give anything a go. And, are able to use co-workers as a resource when needed.
Required Experience/Skills
Fluent in both English and Spanish, in both writing and speaking
3+ year(s) of customer support, training or ministry experience.
You have a superb knowledge of the web and the internet and how they work. This includes experience with browsers, browser settings, IP addresses, internet service providers, wi-fi and network connectivity.
You can install and uninstall various software and know-how to walk someone less technical through the process.
You have strong Excel skills and know-how to download, save and work with different file types.
You have experience supporting others, on some level, with web-based software used in a professional environment. Basically, you've helped people navigate through technology in a competent way.
Desired Experience
Experience using Breeze or another church management system
Remote work experience
Availability
Part-time (25 hours per week within 3 days) or Full-time (40 hours a week).
You must be available to work scheduled hours between Monday - Friday from 8am-6:30pm ET in a quiet and uninterrupted environment. This is a scheduled call center position.
Available for a 1.5-hour company meeting every Thursday morning at 9:05am ET.
Office Requirements
Reliable access to an appropriate work location where you can take phone and video calls, record high-quality video and audio without interruption, distraction or background noise.
Strong and stable broadband internet connection that can handle simultaneous Voice Over Internet Protocol (VOIP) calls, streaming video and comparable high-bandwidth applications (typically, 10 Mbps download/3 Mbps upload at a minimum.)
System Requirements (Computers are provided to staff.)
Competitive wages and participation in a 401K plan are offered to both part and full-time team members. A full benefits package including medical and dental is offered for full-time team members.
If you’ve applied for this position within the past 12 months, there’s no need to reapply – we already have your application.
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Grokability
We're looking for candidates for a Customer Support Engineer - someone to help guide customers through best-practices and general onboarding, as well as troubleshooting issues they may be having with LDAP/AD integration or other integrations, and other technical issues they may encounter.
This role would be great for a junior or mid-level IT support pro who loves making customers happy and solving problems, but is also interested in potentially exploring other areas such as programming, AWS, security, or Linux systems administration. We're a small team, which means there's plenty of room to learn and grow.
Primary Responsibilities:
Responding to customer helpdesk and support calls
Troubleshooting LDAP/Active Directory integration issues
Understanding where our product doesn't quite fit customer needs and helping us figure out how to change that
Requirements:
At least two years of helpdesk support experience, preferably in an IT position.
LDAP/Active Directory experience
Some web server administration experience (Windows or Linux)
Great troubleshooting and communication skills
Great time-management skills - we don't micromanage here.
Empathy for your co-workers and customers
Awesome to Have:
Experience with Powershell or bash scripting
Written/spoken fluency in languages other than English. We have customers all over the world, and sometimes Google Translate just doesn't cut it.
Experience with JAMF/Casper.
Experience with PHP, JavaScript or Python.
Experience with REST APIs.
Experience managing assets, particularly for schools or universities.
Benefits:
Learning-focused: If there's something you want to learn more about, we have a training budget to help you get there.
Revenue sharing: When we have a great quarter, so do you!
Remote position: Work in your jammies if you'd like - the rest of us do!
Flexible hours: If 9 to 5 fits your life, great. If not, that's okay too.
Two-weeks vacation with a $3k vacation bonus so you can focus on enjoying your time off.
Please note: We are not currently able to offer health insurance benefits. It is something we're actively working on.